About HCL:Over the past decade, HCL has been one of the fastest growing technology companies in the world. What has been the source of HCL's success? A combination of unparalleled technical expertise and a unique management philosophy called Employees
First. At HCL, employees at all levels of the organization are "Ideapreneurship," empowered -- to develop innovative solutions to operational and customer challenges. As a global company and G2000 organization, HCL Technologies brings IT and engineering services expertise under one roof to solve complex business problems for its clients.
Work life balance is one of the best reasons employees prefer working for HCL. Being considered as one of the best tech companies globally; employees believe that the HCL's brand name not only opens up the world of opportunities but also adds value to their professional career. Position Overview:We are seeking an experienced IAM Operations Manager with at least 8 years of experience in Identity and Access Management (IAM) delivery and quality service management.
This role is onsite at the Toronto location and is responsible for overseeing the user identity and access lifecycle management team, ensuring seamless provisioning and deprovisioning of user access while maintaining compliance, security, and operational excellence. The IAM Operations Manager will act as the single point of contact for service governance, audit compliance, incident management, and operational process improvements. The ideal candidate will be proactive, detail-oriented, and possess strong leadership skills to drive IAM service maturity, improve operational efficiencies, and collaborate effectively with customer stakeholders.
Key Responsibilities:Oversee the daily provisioning and deprovisioning of user identity access, ensuring adherence to security policies and compliance requirements. Manage and optimize IAM business processes through effective automation opportunities. Identify and resolve gaps in IAM service delivery and operational workflows.
Maintain service governance, ensuring efficient issue resolution and adherence to SLA/KPIs. Collaborate with internal teams to enhance service quality, efficiency, and compliance. Act as the primary contact for audit related queries, maintain/followed all IAM processes as per customer framework.
Participate and lead in Major/Critical incident calls from IAM perspective. Ensure and follow change management process as defined in customer policies. Investigate incidents related to identity access and recommend corrective action plans.
Drive audit resolution efforts, supporting that compliance gaps are remediated in a timely manner. Work closely with the customer's governance team to proactively address service governance issues. Lead service transition planning for new operational activities and IAM program rollouts.
Work with customer leaders to support and implement IAM maturity roadmap strategies. Provide regular reporting and metrics on IAM service performance, compliance status, and operational improvements. Manage service escalations, ensuring prompt resolution and customer satisfaction.
Collaborate with customer stakeholders to enhance IAM service delivery and align with business objectives. Demonstrate excellent management, accountability, and teamwork. Promote a culture of continuous improvement and operational excellence.
Foster strong collaboration between the service provider team and customer stakeholders. Required Qualifications \& Experience:8 years of experience in IAM service delivery and operations management. Strong knowledge of user identity lifecycle management, IAM governance, and familiarity with different compliance frameworks.
Experience in audit processes, security policies, and regulatory requirements related to IAM.Proven track record of managing IAM operational teams and ensuring high-quality service delivery. Excellent stakeholder management and written and verbal communication skills to collaborate with customer leadership. Ability to analyze and improve IAM processes, ensuring efficiency, security, and compliance.
Strong problem-solving and escalation management skills. Proficiency in reporting, metrics analysis, and project planning. Preferred Qualifications:Experience working in a managed services or service provider environment.
Knowledge of IAM tools, Privileged Access Management(PAM), and Identity Governance Administration(IGA) solution including CyberArk, Sailpoint and other industry-leading technologies. Strong hand-on experience with ServiceNow/SharePoint/JIRA and Office platforms. Knowledge of IAM tools, familiarity with security frameworks (NIST, ISO 27001), and identity governance platforms.
Prior experience in governance, risk, and compliance (GRC) functions within IAM.Work Location:Onsite at the Toronto, DowntownThis role is ideal for a seasoned IAM professional who thrives in an enterprise governance and service management role while ensuring top-tier IAM service delivery.
